Complaints

This profile includes complaints for Mattress Insider LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Mattress Insider LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mattress Insider LLC

  6732 W Coal Mine Ave Ste 130 Littleton, CO 80123-4573

• 

  Mattress Insider LLC

  5912 S Cody St #101 Littleton, CO 80123

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/04/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order date: 6/27/2022 Amount Paid: $4,342.45 I received this mattress and was extremely disappointed at the quality for the price paid. It was not as described, very poor quality. The top layer that zips to the base layer doesn't line up on the corners, I can feel the springs digging into my hip when I lay on my side, and it has no edge support.I reached out to customer service regarding these issues to see what they could do to make this right for us since they have a "120 day trial" on their mattresses. They stated that this doesn't apply to large mattresses and they would not be offering us anything to remedy the situation. Our invoice (also pictured below) does not say that our item does not quality for their 120 day guarantee. Also, we received a pamphlet with our mattress from mattress insider that states the 120 guarantee as well. Had we known that we would receive something this terrible with no option to return we would have never purchased this mattress.

  Business Response

  Date: 08/16/2022

  This customer contacted us requesting we give her a refund on her giant bed mattress because she didn't like how it felt and the quality of construction.  At the time she reached out, the customer had tried the ********************** on her old standard size box springs (not sized for a giant bed) and also on the floor.  She hadn't received her giant bed frame yet which she ordered from a separate company.  We informed her that there are no returns, cancellations, refunds, or exchanges on custom, special order, or one-of-a-kind products.  This is stated in 4 different places.  The product page where the customer ordered on our website, another page on the website dedicated to explaining our return policy in depth, in our terms and conditions that she agreed to during the final page of check out, and the set up instructions pamphlet she is referencing in her BBB complaint.  We explained to her that there aren't any companies that we're aware of who offer a refund on giant beds due to extensive labor, cost of materials, and freight costs. In regards to the quality, hundreds of customers have purchased this product and we have received nothing but positive feedback.  In fact, there are numerous videos on Tik Tok with millions of views from unpaid customers raving about the quality and comfort of this mattress.   You can find them by searching ******* King *** on Tik Tok.  Every giant bed mattress is custom made by expert artisans (most with over 10 years in the mattress business) and each one goes through an intensive quality control check before it's shipped.  It is one of the few, if not the only giant bed mattress design with foam encased edge support.  It also has 5" of foam (2" memory foam, 2" latex, and the 1" of super soft foam in the quilt) on top of the coils, or more then double the amount of foam found in the comfort layer of most mattresses.  This makes it very unlikely anyone would feel the coils.  We wish the customer good luck and we're sorry she isn't happy with her purchase.